Back Office With German

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Employer: Mentor's Search
Domain:
  • Customer Support - Client Service
  • Job type: full-time
    Job level: 1 - 5 years of experience
    Location:
  • BUCHAREST
  • Updated at: 15.11.2020
    Short company description

    Mentor's is a head-hunting and direct search company specializing in management and sales positions.

    Requirements

    ➢ Native Level Fluency in German and excellent command of English, both verbal and written.
    ➢ Previous proven customer service experience.
    ➢ Excellent communication skills and customer focus.
    ➢ Computer literacy and internet knowledge/experience.
    ➢ High level of intelligence, reasoning and analytical ability.
    ➢ Good negotiation skills, empathy and an approachable nature.
    ➢ Confident verbal communicator and the ability to take decisions.
    ➢ Strong team player, confident and flexible when required.
    ➢ Excellent organisational skills with the ability to meet deadlines
    ➢ Prioritisation skills.
    ➢ Ability to work under pressure.
    ➢ Willingness to work out of set business hours – for example late nights and weekends.

    Responsibilities

    ➢ Maintain the highest standard of quality and quantity of responses on all Customer related topics and aspects of the role – i.e. general account queries, game play, payment and withdrawal queries, Responsible Gaming and Regulatory Compliance as applicable.
    ➢ Perform conversion/retention efforts through promotions, events, bonus offers and various outbound projects via telephone, chat and email.
    ➢ Maximise revenue opportunities by offering relevant deposit methods.
    ➢ Handle all customer related queries via all contact channels (telephone, chat and emails) and escalate sensitive cases according to set procedures.
    ➢ Provide translations for the Support Department and any other stakeholder within the Company as may be required.
    ➢ Test new games, products and software if required, and provide feedback.
    ➢ Work according to established standards as part of the DE Team alongside the DE Team Leader & Supervisors in the relevant operational location.
    ➢ More experienced MSRs may be asked to assist with mentoring new team members.
    ➢ Perform additional tasks as required by the Team Leader, Supervisor, Customer Relations Managers, Operations Managers or HOD.

    Other info

    The work schedule is in shifts within the time range 09.00 am - 01.00 am